Australians using certain Samsung phones have been told to urgently update or replace their devices because they may not be able to make triple zero calls.
Telstra issued a statement this afternoon, warning that dozens of older Samsung models are not properly connecting to a back-up network in order to contact emergency services.
If a customer is unable to get phone service with their telco, the device is meant to automatically connect to one of the other networks in order to be able to make triple-zero calls.
However, Telstra said it had identified an issue where the impacted devices aren’t properly connecting to the Vodafone network when the other networks are unavailable, leaving them unable to make an emergency call in that situation.
“We immediately notified Samsung and the other network operators when we discovered the issue,” Telstra head of networks and technology Shailin Sehgal said.
“Given the nature of the issue, we’re legally obligated to inform customers impacted and block devices from our network that are not fixed.
“To be clear, this issue does not relate to the Telstra network, and it does not impact your ability to call triple zero when you’re using the Telstra network or the Optus network.
“It also does not impact your ability to use voice over Wi-Fi to place a triple-zero call when no other mobile network is available.”
Telstra said 71 Samsung models, most of them from the popular Galaxy range, are affected by the issue.
While some of the impacted models came out a decade ago, others were released in the 2020s.
Of the 71 models, Telstra said 11 need to be replaced, while 60 require an update to fix the issue.
The telco said it will reach out to impacted customers by email and SMS to let them know what to do, but also warned it is required under Australian law to block the devices from accessing any mobile network 28 days after that notification.
More information on the issue can be found on Telstra’s website.
In a statement, Samsung said it is working on the issue.
Samsung and its carrier partners are working together to ensure all devices operate reliably in every emergency situation,” a spokesperson said.
“If your device is impacted, your carrier will notify you to provide specific instructions. If you have any questions or concerns, please contact your carrier or reach out to Samsung on 1300 362 603.”
